Sending electricity tokens to the wrong meter number is a common error among prepaid Kenya Power (KPLC) users.
The utility company allows recovery and reallocation, but only under strict conditions. The process is time-sensitive and requires accurate documentation from the customer.
This recovery process begins by identifying and confirming the wrong transaction.
Customers must collect key details, including the incorrect meter number used, the correct meter number, M-Pesa or bank transaction ID, amount paid, date and time of purchase, and the token numbers issued.
These details are necessary for KPLC to verify whether the tokens were used.
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Once confirmed, the customer downloads the official Prepaid Token Reversal/Reallocation Form from the Kenya Power website.
The form must be filled accurately with personal details such as full name, ID number, and contact information, alongside transaction and meter details.
A copy of the national ID and a screenshot or printout of the payment confirmation message must also be attached.
Submitting the Request to KPLC
The completed form and supporting documents are submitted to KPLC either by email to [email protected] or in person at the nearest Kenya Power office or Huduma Centre.
In the email subject line, the customer should clearly state “Token Reversal – Wrong Meter”.
Kenya Power reviews the application to determine if the tokens are still unused. If the tokens were already loaded or used on the wrong meter, reversal is unlikely.
For unused tokens, the utility cancels them from the wrong meter and reissues new tokens to the correct meter number.
Customers are issued a reference number for tracking the request.
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The verification and reallocation process can take between 24 and 72 hours, depending on the status of the wrong meter account and system updates.
Limitations and Prevention Measures
Kenya Power only approves reversals if the tokens have not been used on the wrong meter.
If they were already loaded, the company treats it as a completed transaction, and recovery is not guaranteed.
Customers are advised to report the issue immediately, preferably within 24 hours, to increase the chances of a successful reallocation.
To avoid future errors, KPLC recommends saving the correct meter number on M-Pesa, banking apps, or token vendor platforms.
Users should always verify meter digits before confirming payment. Kenya Power also urges customers to retain transaction messages and receipts until tokens are successfully loaded.
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